Advanced Specialist, Compliance & Operations

The Regulation Team

The Regulation Team is part of the Business Improvement and Regulation Directorate, within the Quality, Regulation and Governance business unit. We are responsible for ensuring that Pearson is aware of and is supported to meet its regulatory obligations. We act as a primary point of contact on regulatory matters for the business, qualifications regulators and other key stakeholders in education and qualifications, both in the UK and internationally. An important function in the team is the provision of an effective and fully compliant end-to-end appeals process for the full range of qualifications.

Location and work set- up

The role will require hybrid working with on average, 1 day per week in the London office and the remainder of the week working from home. Applicants must be within reasonable travelling distance of the central London office.

Job Function

The Advanced Specialist- Compliance and Operations will work closely with members of the appeals team to deliver a compliant, end to end appeals process for all Pearson qualifications including, for example, GCSEs, A levels, vocational qualifications such as BTECs, ELL qualifications. The Advanced Specialist will process appeals cases to ensure compliance with regulatory requirements at all stages. They will contribute to lessons learned, identify improvements, deliver training, and manage a high-volume, varied caseload within agreed service levels.

Ensuring compliance with regulatory requirements

• Ensure that the end-to-end appeals process is applied to all assigned cases within agreed service levels.
• Process a high-volume caseload of appeals, maintaining compliance and quality for every case.

• Ensure all records and case files are complete and identify any improvements that are required.

• Ensure regulatory data returns are accurate and submitted on time, every time.
• Contribute to responses to regulatory requests to ensure they are clear, accurate, on–time and fit for purpose.

• Ensure all customer enquiries (inbox and CRM) are responded to promptly and accurately.

• Support in appeal hearings, as required, ensuring they are operated in a compliance with Pearson requirements.

• Represent Pearson at appeal hearings, presenting the case clearly and accurately to the panel.
  

Supporting the business in understanding regulatory requirements and risks

• Advise the business on appeals and contribute to the development of fit for purpose appeals processes for new qualifications or situations.

• Provide accurate reports, data, advice and guidance, as required.

• Contribute to the development and delivery of training to the business on appeals.

• Respond to queries from colleagues and customers in relation to appeals and regulatory requirements.

• Support the analysis of appeals to identify trends and issues for further scrutiny or improvement and ensure information is communicated to the business effectively.

Stakeholder management, liaison, and influence

• Establish and maintain effective working relationships with examiners and independent panel members, ensuring they are trained, updated and supported effectively to deliver compliant hearings.

• Establish and maintain effective working relationships with internal teams such as candidate malpractice and special requirements to support the effective operation of the appeals process.

Person Specification

You are:

• Experienced in handling the full range of appeal types, associated regulatory requirements, and JCQ requirements.

• Experienced in handling a high-volume case load within service levels whilst maintaining quality and compliance for every case.

• Experienced in compiling large data reports, ensuring accuracy.

• An excellent communicator, both verbally and in writing. A high standard of written English is required to explain appeal outcome to centres and other stakeholders in a way that is reasoned, defensible and unambiguous.

• A supportive, approachable and proactive team member.

• Resilient, well-organised and proactive. Able to plan work effectively and deliver to challenging deadlines.

• Able to work autonomously and make decisions relating to appeal cases, including complex cases.

• Prepared to be flexible in your work and able to balance a wide range of demands to meet deadlines.

• Able to build relationships with individuals at all levels of authority, including senior examiners and assessment team members.

• Able to work under pressure with a high volume of cases and ensure the consistent accuracy and quality of work.

Qualifications, knowledge and experience

Essential

• Education to degree level, or above, or equivalent.

• Knowledge and understanding of the Ofqual General Conditions of Recognition, including those specifically related to the appeals.

• Knowledge of qualification design, development, delivery, assessment and awarding.

• Experience of working collaboratively to successfully deliver a fully compliant process.

• IT literate; competent in Word, Excel, PowerPoint and able to learn new systems quickly.

• Excellent verbal and written English skills.

• Excellent attention to detail.

• Experience of corresponding with customers and members of the public.

Desirable

• Experience presenting cases to independent appeals panels.

The full-time base salary range is between £40,000 - £45,000.

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